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Product Support Analyst IVertafore, Inc.

THIS JOB HAS EXPIRED

The purpose of this position is to provide Support representation work as an analyst. The individual will take on a key role in orchestrating and managing the complex, escalated cases, including the resolutions that are tactically and strategically needed. The position will focus on improving the overall customer experience, while mentoring and partnering with the Support staff on continuous improvement through coaching, content documentation, and helping with product strategy decisions.

WHO ARE YOU?

You are strong in Vertafore products, with an emphasis in at least 3 of the 5 areas: BenefitPoint, AMS360, AfW, Client Services or Accounting discipline practices.
As a self-driven leader, you enjoy identifying issues and opportunities for product improvement and customer usability through defect trends, root cause analysis, release management knowledge, cross functional team input, feedback from advisory boards, and other sources.
You have the aptitude to learn, take on, and communicate Support related front and back end product work of other products or disciplines, including table structure integration, reading and executing scripts, and development workflow practices
You partner well with Vertafore management, trainers and representatives to resolve Support issues. As a mentor or coach, you are viewed as helpful and effective in continuous improvement. This person will be a strong liaison with other Vertafore teams such as Product Development, Professional Services, Sales, and QA/Development.
You like working independently and within small teams to build new Vertafore processes. This includes exercising proper use and adherence to customer management tools (ex: Inquira, Oracle CRM, IEX), promoting content knowledge base growth, positively effecting strategic or tactical defect resolution, and solving complex escalated customer issues timely towards company growth.

QUALIFICATIONS AND REQUIREMENTS

At least 1 year experience within Vertafore Support
3-5 years Customer Service and Contact Center experience
Bachelor?s degree or equivalent work experience
General understanding of P & C insurance and insurance workflow
Familiar and/or proficient with SQL scripts and/or transactional databases
Exceptional interpersonal and customer service experience required
Excellent verbal and written communication skills
Have wide-ranging experience, uses professional concepts and company objectives to resolve complex issues in creative and effective ways.
Proficient with Microsoft Office products.
May be required to provide additional after-hours support to provide resolution or assistance to customers.

Vertafore Company Overview
Vertafore, Inc. is a leading provider of software and information to the insurance industry including independent agents, brokers, MGAs, carriers and reinsurers. For more than 30 years, Vertafore has leveraged a unique industry presence to deliver meaningful solutions?powerful technology, critical information and robust insights to help organizations effectively respond to business challenges and capture new opportunities. Vertafore solutions have helped more than 17,000 customers and 500,000 end users gain a competitive advantage to accelerate their business performance.

Currently, over 1,200 employees nationwide, with continued growth plans well into the future. Our corporate headquarters are in Bothell, WA with offices nationwide. We offer competitive compensation and benefit packages along with 18 days PTO/10 paid holidays, free parking and company sport teams and much more. A big advocate of training, development and promoting from within, we have a vested interest in our employees.

Vertafore is privately held by TPG Capital, the global buyout group of TPG, a leading private investment firm with a long-standing global presence. Founded in 1992, TPG Capital has $48 billion of assets under management and has extensive experience with global public and private investments executed through leveraged buyouts, recapitalizations, spinouts, growth investments, joint ventures and restructurings.